Forrester Research has published its most recent landscape report on the solution providers in the Real-Time Interaction Management arena. This list is based on their ability to help businesses deliver relevant and meaningful customer experiences that add value across all customer-facing functions. We are delighted that Forrester included ZineOne in its Now Tech: Real-Time Interaction Management (RTIM), Q2 2020 report, where it included ZineOne’s Intelligent Customer Engagement (ICE) platform in the primary functionality segments of personalization and next best experience.
Authored by Forrester VP, Principal Analyst, Rusty Warner whose research serves B2C marketing professions, the report defines RTIM as, “Enterprise marketing technology that delivers contextually relevant experiences, value and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.”
According to the report, businesses can improve customer experience with real-time interaction management. It notes, “Your empowered customers expect seamless experiences, regardless of channel. Deploy RTIM to optimize customer-led, insights-driven experiences that deliver value in your customers’ moments of need.”
Indeed, in today’s world of Uber and Netflix, consumers have higher expectations of every business they engage with. They want businesses to engage them authentically in ways that are meaningful and contextual to their personal needs … in that moment and not a few minutes later. Adding to this complexity is the sheer number of channels now available to customers to interact with a brand. Given these facts, there is a significant business need to create consistent and real-time experiences across every customer touchpoint. As a result, businesses today not only compete on products and services but also on experience or risk losing their customers.
ZineOne’s AI-powered Intelligent Customer Engagement (ICE) platform is uniquely positioned to help businesses deliver channel-agnostic personalized experiences in a relevant and timely manner for their visitors. ZineOne’s next generation of personalization is driven by highly accurate machine learning models that predict intent and leverage this insight to deliver appropriate interaction, while the visitor is still on the channel.
“We are excited to be included in the report and believe that this report recognizes our platform’s strength and differentiation. Today, as the impact of COVID-19 continues to unfold, the ability to offer exceptional customer experience is a key factor that can make or break a business,” said Debjani Deb, co-founder and CEO of ZineOne. “During these tumultuous times, when consumers find a business that prioritizes the customer with care and superior online shopping experiences, they reward the companies with their preference, advocacy, spend, and — the most precious currency of today — trust.”